Gliffy Online FAQ

Contents

General

What is Gliffy?

Gliffy is an online visual communication tool that makes it easy for you to create, share, and collaborate with diagrams. It looks and feels like a desktop application, but it works through your web browser, so there is nothing to install or maintain. Gliffy makes it easy to visualize and coordinate on a wide range of diagrams, allowing people to communicate more clearly, boost innovation, improve decisions, and work more effectively.

What can I do with Gliffy?

How much does Gliffy cost?

Gliffy offers paid, full-featured accounts and a limited free, Basic account that deliver full features and collaboration capabilities at a fraction of the cost of traditional products. View the Plan Comparison page for more about the different Gliffy account types.

What's the difference between Basic and Secure Login?

Secure Login means everything you do while using Gliffy is encrypted using the latest in SSL technology. While all your data will be secure when using Secure Login, you should know that one side effect of encryption is that data transfers are generally slower.

What is the difference between a Gliffy Basic, Professional and Team Account?

Gliffy Basic accounts are free Gliffy accounts, providing limited functionality. Professional accounts are paid accounts intended for use by single users, while Team accounts are paid accounts intended for multiple users. For more information, please visit the Plan Comparison page.

What's the difference between a public and a private diagram?

A public document is a read-only version of the diagram that anyone on the Internet can access and is indexed by search engines such as Google.

A private document can only be viewed through the Gliffy Online editor by the document owner and those you specifically invite.

If you need to protect sensitive information and need to create private documents, purchase a Paid Account after your trial has expired. Gliffy Free Accounts can only produce public documents.

Basic Functionality

Does Gliffy Online offer a free trial?

When you initially sign up for Gliffy Online, you are automatically enrolled in a 14-day free trial. Our free trial requires no credit card, and no obligation is required.

Can Gliffy Online Accounts be merged?

Gliffy Online accounts can not be merged at this time. If you and other users are from the same company and wish to consolidate your diagrams, with a minimum of 25 users, you likely qualify for our Enterprise Plan.

Can Gliffy Online diagrams be imported into other applications?

Gliffy Online diagrams can be exported to multiple image formats, and as such can be imported into any application that is compatible with those formats. Please Note: Only paid Gliffy accounts can export to an image format. Free accounts can only export to .gliffy format.

Payments and Accounts

What are your payment options?

A major credit card is required to purchase Gliffy Online for accounts under 25 users.

Do you accept purchase orders or allow invoicing for purchases?

For accounts of 25 or more users, please email sales@gliffy.com to inquire about an Enterprise account.

Do you charge in local currencies?

Gliffy charges in U.S. Dollars. Your bank or credit card provider will calculate the current exchange rate automatically and charge you accordingly.

Do you charge VAT?

No. As an American company, we do not charge VAT or list it on invoices.

Do you charge sales tax?

No. Gliffy does not charge sales tax. You will need to report this as you normally would according to your state and tax guidelines.

Is monthly billing available for an individual, Professional plan?

No. Single-user, Individual Professional plans are billed quarterly by default.

Are payments automatically recurring?

Yes. Gliffy accounts are automatically recurring unless cancelled before the Next Recurring Billing Date listed within your Account Summary. We mention that this is a recurring charge on the payment page where you enter your credit card number (below). If you do not want your account to automatically renew, you must cancel before the renewal date.

Do you send reminder emails about recurring charges?

No. Gliffy unfortunately does not send reminder emails about upcoming charges at this time. Your Next Recurring Billing Date under Account Summary lists the date your account will be renewed unless it has been cancelled. If you do not want the account to automatically recur, you will need to cancel the account before that date.

How do I update or change my billing email address?

To update your billing/invoice email, unfortunately you must update your payment information entirely. This is because Gliffy does not store payment information directly - it is stored by our payment provider. The Admin email that signs up and purchases the account is the email that confirmations are sent to.

Are you going to charge me when I click "Purchase"?

Yes. When you click "Purchase" on the purchase page, we will charge the credit card entered immediately the amount listed in the plan box. If you are on a free trial, this will end the free trial and place you on a paid account as soon as you click "Purchase".

What if I want to cancel my paid Gliffy Online subscription?

Accounts can be cancelled within your Account Summary. We list the steps to do this within our User Manual.

Upon cancellation, your account will remain a paid account until the end date listed within your Account Summary. If you qualify for a refund (see below), and wish to request a refund, you would need to reach out to Gliffy Support to request a refund.

What is your refund policy?

We do our best to provide refunds whenever possible. Provided your most recent transaction is within 30 (thirty) days, we will typically be able to provide a refund*. Please email support@gliffy.com for assistance from the Admin email on the account (required).

*Refunds are provided at the discretion of Gliffy Support.

We do not provide pro-rated refunds outside of the 30 day window based on issues or other variables, as we will certainly work diligently to address any issues that arise.

Refunds are NOT processed automatically if you cancel. This must be requested and received by Gliffy within 30 days by the Admin.

How long due refunds take to process?

If you qualify for a refund, it is processed in the order we receive your request. The refunds are processed by Gliffy immediately and are listed under your Account History. You will need to inquire with your bank and/or credit card provider directly to see how long this takes for them to process. We usually advise between 7-10 business days depending on your financial institution.

How do I upgrade/downgrade the user pack license for my multi-user account?

If you are an administrator of the account, login to your Gliffy account and go to Account Summary -> Upgrade. These will take you to our pricing page where you can choose to upgrade or downgrade to a different user plan. We list a breakdown of multi-user pricing here.

We have signed up for a free trial multi-user account that is now expired. Have we lost all of the information related to our account?

No, the account information will not be lost. Your account will become a Free account if you choose not to upgrade. All information that the account had during the trial (diagrams, users, etc.) will be accessible, however those diagrams will be made public.

Are payments I make on your site secure?

Yes. We use Stripe as our payment processor. We also send all credit card information over a Secure Sockets Layer (SSL).

What happens when my free trial expires?

When your free trial expires, you will be presented with two options - to upgrade your account to a paid Gliffy account, or to convert your account to a free, Basic account. If you choose to convert your account to a free All of your diagrams will remain editable and accessible but you will not be able to add any new private diagrams. Any diagrams on your account will be made public accessible at that time, unless you choose to upgrade. You can, at any time after your expiration, upgrade your account from within Gliffy by selecting Account Settings->Upgrade.

What happens when my paid account expires?

When your paid account expires, your account reverts to a Free account at the end of your billing cycle. All of your diagrams will remain editable and accessible but you will not be able to add any new private diagrams. Any documents that are set to public will remain public, and any that are private may be set to public but may not afterwards be set back to private. You can, at any time after your expiration, upgrade your account from within Gliffy by selecting Account Settings->Upgrade.

Will Gliffy delete my diagrams if my account expires?

Security

Are my documents secure?

Gliffy stores your documents on secure servers that are backed up, so your data will not be lost. However, Gliffy Basic users can only have public documents. Gliffy Business and Standard users can have public or private documents.

Is it safe for me to make my document public?

When you publish a public document, anyone on the Internet can see the information. If you need to protect sensitive information, you should create private documents with a Gliffy Business or Standard Account.

Will Gliffy be GDPR Compliant?

Yes! Gliffy is committed to customer privacy and will be in compliance when GDPR takes effect on May 25th, 2018. More information on this can be found within our Knowledge Base.